One of GLG's many capabilities is finding local expertise in global marketplaces for Americas-based clients. GLG has a dedicated engagement team focused on sourcing experts in China, which consists of personnel located in both the Americas and China to account for time-zone differences.

GLG is looking for a Team Leader, based in Austin, to manage the performance, product, and processes of this team from within the United States. This is a highly complex and critical role, requiring someone capable of managing both the compliance and cultural sensitivities necessary to operate in China.

Overall, this Team Leader will play a crucial leadership role in delivering excellent client service, performance, talent development, and compliance. This role will require developing a deep understanding of all client-type nuances, and partnership with GLG's broader Service (Client Solutions) and Sales organizations. This is a great opportunity for those who are passionate about client service, leading teams, and enjoy the details of complex multi-product client servicing dynamics.

Before reaching out you should:

• Have at least 3 years' experience, preferably in B2B customer service
• Track record of driving commercial growth
• Have at least 2 years of direct people and/or team management experience
• Have outstanding communication skills and willingness to call and engage senior professionals
• Fluency in speaking, reading/writing Mandarin Chinese
• Be comfortable augmenting your schedule periodically to engage/check-in with members of the team in China

Responsibilities & Expectations

Performance Management

• Position the team and our clients for success through outstanding service, and clear goals/priorities
• Inclusive of close collaboration with Shanghai-based partner team and local manager
• Structured communication with local China manager, including minimum of biweekly 1x1s to review KPIs, develop action plans, and problem solve around key hurdles.
• Report directly into Americas International Markets Leadership on performance, action plans, strengths/opportunities
• Solutions-oriented mindset, actively proposing solutions with business and team's best interests in mind

Commercial Leadership

• Lead a team of customer service professionals to exceed or outperform commercial targets
• Proactively work with internal partners to build awareness of China Solutions team and GLG's China capabilities to build and drive China business within the Americas
• Proactively engage with Americas clients to deepen relationships, build awareness of, and drive demand for GLG's China capabilities

Team Leadership

• Lead from the front
• Help ensure that client requests are handled thoughtfully and in a timely manner
• Participating in skeleton crew and weekend coverage – role model to set example for team and provide support
• Train & coach new hires and tenured members of the team
• Retain and develop talent
• Build close relationships with our Compliance, Product and Service Organizations as extensions of the direct team, with the purpose of delivering thoughtful solutions to GLGs clients